Technical Support Specialist

Genfare is a leader in providing configurable fare solutions to transit agencies of all sizes throughout North America. As a leader in fare collection systems for more than 30 years, Genfare provides solutions that are secure, reliable and highly flexible. Some of our innovative, integrated systems encompass the latest in electronic validating fare boxes, cloud-based reporting software, smart card and mobile payment options, ticket vending and point of sale card distribution systems.

JOB SUMMARY

As a Technical Services Engineer, your core function will be managing technical inquiries and performing onsite system reviews of our fare collection solutions. You will be responsible for software and hardware system installations, upgrades and training client teams-including their IT, planning and maintenance departments. You will collaborate with our Field Services team on schedules, installations and training, and ensure that all services are documented to the designated project and tracked to completion. A successful Technical Services Engineer will also identify and solve any gaps in the process while on the jobsite and then be able to leverage any changes that need to be made internally to resolve an issue. In this role you are a client advocate and need to be able to be able to communicate the voice of the client.

This is a highly-visible, client-facing role. It will be critical to present yourself in a professional and courteous manner. You will need to ensure that a client's expectations are met, and are responsible for receiving the final sign-off from them before invoicing begins.

The ideal candidate has exceptional presentation skills, thinks quickly on their feet and will represent Genfare with poise and professionalism.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• Provide Level 1 and Level 2 Technical Support on software and hardware issues
• Understand customer goals
• Identify consequences of various solutions
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met
• Provide expert product knowledge across our product lines
• Utilize Jira, SAP or other tools to view requests for scheduling
• Serve as a product expert, being able to solve routine product and system issues
• Solicit and analyze customer feedback for product performance and value
• Handle customer issues promptly and escalate issues as necessary
• Troubleshoot fare collection systems and networks over the phone and at client sites
• Provide client with overview of installation activities, and assist them with training and support
• Configure and test fare collection systems and networks
• Review technical specifications
• Assist in the development of sales and marketing information
• Complete special projects as directed by management
• Some travel may be required (< 5%)

QUALIFICATIONS AND SKILLS

• BA/BS degree in Engineering or related field
• 3-5 years of experience, preferably in fare collection or a related industry
• Must have sound workstation/server knowledge and a computing support background, with a focus on hardware, and a thorough knowledge of Operating Systems including Windows and Windows Server.
• Knowledge of Jira, Salesforce and Microsoft Office Suite
• Knowledge of MS SSMS and Sybase installation and support
• Good understanding in SSIS and SSAS
• Able to write simple SQL queries
• Basic AWS knowledge
• Basic computer architecture knowledge
• Basic microcontroller operation knowledge
• Experience in AWS applications support is a plus
• Experience in VMWare, Azure or Hyper-V is a plus
• Experience in Mobile App support on Android and iOS is a plus
• Experience in Linux, any RTOS and embedded system support is a plus

Thank you for your interest in our company.

#LI-RP1

ABOUT SPX

SPX is a diversified, global supplier of infrastructure equipment with scalable growth platforms in heating, ventilation and air conditioning (HVAC), detection and measurement, and engineered solutions. With operations in 17 countries and approximately $1.4 billion in annual revenue, we offer a wide array of highly engineered products with strong brands.

SPX TOTAL REWARDS

At SPX , what's in it for our employees transcends market-competitive compensation and benefits. Our Total Rewards program also includes opportunities for employees' personal development, career growth, and recognition. These programs focus on alignment and assessment of organizational, team, and individual efforts toward achieving business results. Our development and career growth programs empower our employees to enhance their skills, develop new competencies, and pursue career goals. SPX benefits package provides choices designed to help employees manage their well-being. Our compensation programs are performance-based to recognize and reward employees who work hard, display the values and leadership practices we embrace, and deliver exceptional results.

OUR VALUES

• Integrity
• Accountability
• Excellence
• Teamwork
• Results

At SPX, our values are at the heart of everything we do. We use our values every day to help us make the right decisions. We embrace a common purpose and strive for improvement. We respect and value each other as individuals and recognize that only by working together, as a team, can we reach our full potential. We take responsibility for our actions, build strong relationships with each other and our customers, and always act ethically. Our values inspire us to achieve the high standards of quality, safety, and performance that our customers expect and deserve.

WORKING AT SPX

Our work environment is established on a work-life philosophy supported by policies, programs, and practices that help employees achieve success within and outside the workplace. We believe in creating an inclusive work environment where employees strive to realize their fullest potential. We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation, national origin, gender identity, genetic information, age, disability, veteran status or any other legally protected basis.